Paypal Bank Link - Transaction with partial refund not automatically imported

Thank you for bringing this to our attention and I appreciate you for reaching out to our support regarding your refund does not imported successfully, bitswap.

I'd still recommend getting in touch with the PayPal Support Team or your financial institution.

Also, we can update your bank connection if the refunds are not imported successfully on the Banking page. 

Here's how: 

1. Sign in to your QuickBooks Online account.
2. Go to the Banking menu and choose the Banking tab.
3. Select your PayPal account and click Update.

Lastly, I recommend reading these articles to learn the tips and tricks in handling PayPal transactions:

• Use the Connect to PayPal app
• Connect to PayPal FAQ

If you have additional assistance while managing your bank transactions, let me know. I'll be around to provide further assistance.

Thank you for taking the time to reply Tirzah. (note it's not the refund that is not appearing but the initial payment - the refund does appear - please read me again if unsure).

Yes I did use the update button in an effort to solve it. That does not load the missing transactions unfortunately.

I do not think it is my role to contact Paypal and sort out bugs in the API between Paypal and Quickbooks. I am the client getting a service from your product.

I am very concerned now and for two reasons.

First of all QB is not importing data correctly and as I have to make decisions based on what your software is giving it is not comforting at all. (I am also facing another bug with multi-currency transactions which adds even more to the unsafe feeling).

Secondly you do not seem to take the issue at the critical level where it should be. I would think a plain bank link would be something well tuned in an accounting software. You should normally reply with a confirmation that you are working on the issue.

If things do not improve I might seek another solution for my accounting needs. Both the state of your product and your troubleshooting response deserve more attention and improvements.

I appreciate you for getting back to us, bitswap.

It isn't the kind of encounter we want you to come across. Manually updating your bank transactions refreshes the connection between your bank and QuickBooks.

Since the same thing happens after updating the connection, let's log into your bank's page to check for any page maintenance announcement. Thus, the reason why the initial payment is missing. You can get your bank's URL through QuickBooks. Here's how:

1. From the Banking menu, select Banking.
2. Click Link account.
3. Search and select your bank's name.
4. Copy the URL.

If you have more than 90 days worth of transactions to be imported, you can upload them manually. 

I've also added this article that has detailed steps to ensure the transactions are categorized: Categorize transactions.

Additionally, can you share with me your concern with multi-currency? I'm here to help you out with it.

Feel free to get back to our thread whenever you need help with the categorization.

Adrian,

For the work around I have it. I spent my afternoon yesterday adding every missed transaction manually.

You gave me instructions on how to setup a new bank link. Thank you but how will that fix the issue that we have? Will creating a new bank link make the partially refunded transaction loading correctly this time? I am not getting the the thought process here.

Also the links that you sent do not seem to contain the answer to the problem.

Are you in contact with your development team about this? Just curious if this is going beyond the first line of support at all.

Here is the multi-currentcy problem.

I paid my supplier 10EUR. It shows on Paypal as a payment of 10EUR which is 8.87GBP.

Once imported in QB the transaction shows up as 10GBP. Instead of 8.87GBP.

I checked all my transaction in currency other than GBP and the same problem happen o all of them.

Hello Bitswap, So with you saying that it is the payments from the customer paid through PayPal that aren't brought up from the bank feeds connection, it would be best if you can check with your bank statement if these transactions are already posted. Because the invoice payments are processed by PayPal then deposits it to your bank. On our side QBO will mark the invoices as paid based on the due date.  

"you saying that it is the payments from the customer paid through PayPal that aren't brought up from the bank feeds connection"

yes

"it would be best if you can check with your bank statement if these transactions are already posted"

I checked yes. they are not appearing anywhere in QBO.

"Because the invoice payments are processed by PayPal then deposits it to your bank"

No it's not. Payments on Paypal stay on Paypal.

Why is it never the same person replying?

I give up. Just leave it. I'll keep updating them manually. It's your bugs after all.

I have a pretty good idea of the product I subscribed to now.

Hi there, bitswap.

Beforehand, I suggest continuing the manual updates to ensure you'll get the latest available transactions from your bank to QuickBooks.

Then, I recommend contacting again our QuickBooks Desktop Support Team. They have the tools to review your account and conduct screen sharing to help investigate why all your refund entries are not imported into our program.

On the other hand, every post in QuickBooks Community handles a different agent. This is to make sure that everything is in order and taken care of.

Lastly, you may refer to this article to see steps on how you can reconcile your accounts to avoid any discrepancies: Reconcile an account in QuickBooks Online.

Don't hesitate to click the Reply button below if you have other questions about managing bank transactions. I'll zip right back to help you out, bitswap. Have a great day!

I'm having this exact same issue and came across this thread while looking for a solution. The original transaction and the Paypal fee are not imported into QBO, but the partial refund is. Has a solution been found please?

I've found another thread about the same problem: Where I have partially refunded sales in Paypal, the sync only brings over the refund amount, not th... The final reply isn't helpful as that QB team member clearly didn't read the problem and just assumes this is about fees not mapping.

I've tried getting the Connect to Paypal app which might help, but that turns out to be US only so I have to rely on the bank sync.

That doesn't seem right, @Kitt1.

Let's get these missing transactions imported to QBO.

Normally, all the transactions should show when using a bank sync. To have this sorted out, let's try performing a manual bank update to refresh the bank feeds for the latest updates. Here's how:

1. Go to Bookkeeping, select Transactions, then select Bank transactions.
2. Select Update.
3. If asked, enter your Multi-Factor Authentication (MFA). Then select Continue update.

I've also added this article for your reference: What to do if you can’t find downloaded transactions in QuickBooks Online.

If you're still not seeing the PayPal fee, let's perform some troubleshooting steps. An unexpected behavior like this in QuickBooks can sometimes be caused by excessive cache in your browser. We can start by opening your account in a private browser.

This method prevents cookies from being stored on your computer, making it a great place to identify browser problems. Use these keyboard shortcuts depending on the browser you're using:

• Google Chrome: press Ctrl + Shift + N. 
• Mozilla Firefox: press Ctrl + Shift + P.
• Internet Explorer: press Ctrl + Shift + P.
• Safari: press Command + Shift + N.

If it works, clear the browser's cache. It removes the history or log of sites so you can start with a clean slate.

Alternatively, we can also upload these transactions to QBO manually. Feel free to utilize this article to learn how: Manually upload transactions into QuickBooks Online.

Do get back to us whenever you have other questions or concerns. Our door is always open to help. Stay healthy and keep safe.